Senior Associate, Customer Service (1 year)

Provides pre- and post-sale customer service and support across multiple sub families. Delivers timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound service center consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. Troubleshoots and resolves customer complaints.

Job Summary

Provides customer service support by processing order information in a timely manner. Partner with the sales, finance and operations to coordinate the order to cash activities and ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

Main Responsibilities/Accountabilities

• Process orders from customers utilizing the organization’s internal CRM/ERP systems and customer purchase orders, ensuring accuracy and timeliness in processing.
• Coordinate with internal stakeholders (e.g. Sales teams, Factory, local logistics and sales support teams) to resolve any issues and ensure proper follow through on the processing of orders.
• Respond to queries from customers appropriately and in a timely manner.
• Develop and maintain positive relationships with customers to ensure positive customer experience
• Actively monitor the order status until final delivery.
• Other duties as assigned by management

Job Requirements

• Diploma / relevant certification in any discipline
• 3-5 years’ relevant experience in an MNC environment preferred
• Business level English proficiency
• Experience with handling regional customers preferred
• Strong attention to details
• Experience in logistics or shipping
• Excellent verbal communication skills including active listening
• Ability to work independently and a team player
• Experience in Microsoft office and SAP preferred
• Able to communicate and understand Mandarin